Hi, We're sorry to hear about your experience. We’d love to learn more, so please reach out to us via support@flatfair.co.uk and we'll see how we can help. Best regards, Damola Head of Customer Operations

Hi Gregg, Thanks for your feedback, we're sorry to hear that you weren't satisifed with the outcome of your case. Please note that the tenant chose our deposit alternative service so no deposit was in place. I've reviewed the adjudication outcome for your case, including the adjudication report, tenancy agreement, email/WhatsApp correspondence, photographs, and the supporting cost evidence provided. Following the review, I found no errors in fact, law, or process. The rent claim was partially awarded (£250) because a rent statement/ledger wasn’t provided to evidence the full amount claimed after the tenancy ended; the only figure clearly supported on the balance of probabilities was the tenant’s £250 offer acknowledging partial liability. The remaining cleaning/dilapidations, gardening/waste removal, and carpet cleaning claims were not awarded due to a lack of independent baseline evidence (e.g., signed/independent check-in and check-out reports and/or clearly dated, verifiable documentation) to demonstrate the property condition at the start and end of the tenancy and to distinguish damage from fair wear and tear. I know that this was not the outcome you were looking for, but adjudicators must apply consistent evidential standards and can only award amounts that are properly substantiated. If you have any further questions, reach out to us via endoftenancy@flatfair.co.uk Best wishes, Damola Head of Customer Operations

Dear Gary, Thank you for sharing your experience. We appreciate how frustrating it can be when a claim outcome does not align with expectations, particularly where significant costs are involved. Going into the detail of your case, the adjudication decision was based on the evidence provided by all parties and on established principles that apply to end of tenancy disputes. The adjudicator accepted that the property was in a broadly sound decorative condition at the start of the tenancy. However, the evidence also showed that significant damp and mould issues developed during the tenancy and these issues were known to both you as the landlord and the managing agent. Crucially, the independent contractor’s report did not attribute the condition solely to tenant behaviour. On the contrary, it explicitly identified evidence of water ingress and recommended investigations into the roof, gutters, and loft space to diagnose an underlying cause, before any redecoration was undertaken. The contractor noted peeling wallpaper, black spot mould across multiple rooms, and the need to ensure the property was watertight to prevent recurrence This points to a potential building or maintenance issue, which remains the landlord’s responsibility under housing and contract law. While the contractor also referred to high internal humidity and advice given to tenants about ventilation, no technical or expert evidence was provided that could demonstrate that the widespread mould and damage were caused mainly or solely by tenant misuse, rather than by inherent damp or water ingress. In the absence of such evidence, an adjudicator cannot fairly conclude that the full cost of redecoration is a loss arising from tenant breach. As a result, the substantial redecoration element of the claim was declined, because it included works associated with resolving damp, mould remediation, and investigating water ingress. These are not costs that can be awarded against tenants unless clear causation by tenant behaviour is established. The fact that tenants did not agree with the charges was not, in itself, the deciding factor; rather, it was the lack of evidence linking the majority of the claimed costs to tenant liability. flatfair’s role is not to side with tenants or landlords, but to apply an independent, evidence-based assessment consistent with adjudication standards used across the sector. Where landlord responsibility for disrepair or inherent defects cannot be ruled out, awards must reflect that reality. We understand that this outcome is disappointing, but it reflects the fundamental requirement that claims must be supported by clear evidence of tenant breach and quantifiable loss. We remain committed to fair outcomes for both landlords and tenants, and we continue to encourage early investigation and resolution of issues such as damp and mould during a tenancy, to avoid situations like this arising at the end. Best regards, Damola Head of Customer Operations

Dear Ugorji, I’d like to apologise for the delay in resolving your end of tenancy case, we appreciate that this could have been resolved more efficiently Our platform provides the ability for tenants and landlords to negotiate end of tenancy charges directly so all parties can agree on the final amount owed. In this case the negotiation was successful with agreement between you and the tenants for total charges of £5,250 (with £3,500 of this being rent arrears). Having become aware that you also had rent and legal protection, we made enquiries to find out how much of the arrears your insurer had already covered and as this amount exceeded the agreed owed rent arrears on the case, you were informed that the case would progress with flatfair only for the remaining damages charge. We are aware that in fact you submitted the charges incorrectly (not including the full amount owed by the tenants, but instead submitting the amount unpaid by your insurer) and you also accepted a reduced figure through negotiation with the tenant. We also note that you submitted the charges outside the 28 day deadline from when the tenancy ended. When an insurer is involved, we treat the case the same way as it would work if a deposit was involved (in terms of the invoice amount for the tenant and therefore the amount that we’ll attempt to collect on your behalf). If a deposit was involved, this would be retained and any arrears beyond this would be picked up by the insurer. We have generously opted to give you the best possible outcome from the scenario above. We have opted to ignore the late submission of the charges and also ignore the submission error, meaning we will take collection responsibility for and send you a landlord offer for debt purchase of 5 week’s worth of rent (£2019.25) replicating the outcome if you had held a 5 week deposit. You should receive this offer by the early part of next week and if signed promptly, you should receive the amount quoted by the end of the week. If you have any further questions, please reach out to us via endoftenancy@flatfair.co.uk Best wishes, Damola Head of Customer Operations

Hi Morgan, Thank you for your feedback. Here at flatfair, we're a neutral party that provides a platform for tenants and landlords to negotiate end of tenancy charges. If you are not able to agree, our adjudication process will ensure that a final decision is made based on the evidence provided by all parties and in line with tenancy law. I haven't been able to locate your specific case but if it's currently in the adjudication process, you can expect that the outcome will be fair and a detailed report will be provided, detailing the considerations that were made, as well as the outcome. If you have any further questions, reach out to us via endoftenancy@flatfair.co.uk Best wishes, Damola Head of Customer Operations

Hi James, Thank you for your feedback. It's important to note that flatfair is a neutral party facilitating a process for tenants to negotiate end of tenancy charges with their landlord and these charges are brought forward by the landlord, not flatfair. The landlord has brought forward a £165 charge for cleaning. Tenants are required to restore cleanliness to same standard as at the start of the tenancy and the key evidence as to the condition of cleanliness at the tenancy start, is the check-in report which was signed by all relevant parties. As there was no agreement on the charges, the case was settled by adjudication. The adjudicator examined the photos and commentary in the check-in report as well as doing the same for the check-out report with the conclusion that there was a deterioration in cleanliness. The final award to the landlord of £60 reflected that the deterioration was not significant enough to justify the original £165 and this has been detailed in the adjudication report which was sent to all parties involved. I hope the above is understandable, if you do have any further questions you can reach out to us via endoftenancy@flatfair.co.uk Best wishes, Damola Head of Customer Operations